SUPPORT ANALYST - SERVICENOW

The Support Analyst will provide first- and second-level support for enterprise systems, primarily ServiceNow. The role involves incident management, request fulfillment, issue resolution, and ensuring timely support to business users across multiple functions.

Key Responsibilities

• Provide first and second-level support for ServiceNow and related enterprise applications.
  
• Manage and resolve incidents, service requests, and user issues within agreed SLAs.
  
• Monitor system tickets and ensure timely escalation where necessary.
  
• Troubleshoot and resolve platform and workflow issues.
  
• Support end-users with system navigation and usage guidance.
  
• Maintain accurate records of incidents, resolutions, and support activities.
  
• Collaborate with technical teams to resolve complex issues.
  
• Assist in identifying recurring issues and support process improvements.
  
• Participate in system upgrades, testing, and release support activities.
  
• Ensure adherence to ITIL-based support processes and standards.
  

Required Qualifications

• 2–5 years of experience in IT support or service desk roles.
  
• Experience supporting ServiceNow or similar ITSM platforms.
  
• Strong problem-solving and troubleshooting skills.
  
• Good communication and customer service skills.
  
• Understanding of ITIL processes (incident, problem, and change management).
  

Technical Skills

• ServiceNow support and administration  
  
• Incident and request management
  
• ITIL framework
  
• Ticketing systems and workflow management